Contact Centre Operations Manager
Hiddenwell
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Benefits offered by this job
Job summary
Hiddenwell is seeking a Contact Centre Operations Manager to support the day-to-day operation of the Central Reservations and Guest Contact Centre in Moreton-in-Marsh, Gloucestershire. The role focuses on operational insight, planning, reporting and continuous improvement, working with senior stakeholders to drive performance and deliver exceptional guest experiences.
This is a collaborative, non-management role requiring analytical capability and a passion for customer service, with a 40-hour
Qualifications
- Minimum of three years' experience in contact centre, reservations, or operational performance.
- Excellent understanding of contact centre KPIs, performance metrics, and operational reporting.
- Experience turning data into practical business recommendations.
- Excellent organisational and prioritisation skills.
- Strong problem-solving and decision-making ability.
- Excellent communication and stakeholder management skills.
- Advanced proficiency in Microsoft Excel and reporting tools.
- High attention to detail and commitment to accuracy.
Responsibilities
- Monitor performance across all guest contact channels to meet service KPIs.
- Develop demand forecasts and staffing recommendations based on data and business needs.
- Produce daily, weekly, and monthly operational reporting packs.
- Identify risks to service delivery and propose corrective actions.
- Collaborate with Sales, Guest Experience, Property Operations, Marketing, Finance, IT and other stakeholders.
- Support continuous improvement initiatives and SOP updates.
Skills
Tools
Job description
Location: Central Services - Moreton-in-Marsh, Gloucestershire
Full Time - 40 Hours per week
Salary: 42,000 per annum
At Hiddenwell, we create exceptional wellness and hospitality experiences across our award-winning portfolio of luxury spa and hotel destinations. Our guests are at the heart of everything we do, and we’re looking for a talented Contact Centre Operations Manager to help us deliver outstanding service at every stage of the guest journey
This is an exciting opportunity for an analytical, commercially aware, and operationally focused professional to play a key role in supporting the performance of our Central Reservations and Guest Contact Centre
As Contact Centre Operations Manager, you will be responsible for supporting the effective day-to-day operation of our Central Reservations and Guest Contact Centre. Working closely with the Head of Customer Journey & Reservations, Sales Manager, and Guest Experience Operations Manager, you’ll provide the operational insight, planning, reporting, and continuous improvement initiatives needed to drive performance and ensure exceptional guest experiences
This is a highly collaborative role where you’ll influence performance through strong stakeholder relationships and operational expertise rather than direct line management responsibility
- Monitoring performance across all guest contact channels, ensuring service standards and KPIs are achieved
- Identifying risks to service delivery and recommend corrective actions
- Analysing trends and performance data to support operational decision-making
- Coordinating operational priorities during periods of fluctuating demand or service disruption
- Developing demand forecasts and resource plans based on historical data and business requirements
- Producing staffing recommendations to support service delivery objectives
- Monitoring schedule adherence, occupancy, and utilisation to maximise efficiency
- Identifying future capacity risks and propose mitigation plans
- Producing daily, weekly, and monthly operational reporting packs
- Analysing key metrics including service levels, response times, abandonment rates, productivity, occupancy, and contact volumes
- Translating data into meaningful insight and actionable recommendations
- Supporting executive-level reporting and performance reviews
- Identifying operational inefficiencies and opportunities for improvement
- Supporting the implementation of new processes, technologies, and ways of working
- Developing and maintaining standard operating procedures and process documentation
- Measuring and reporting on the success of improvement initiatives
- Ensuring adherence to operational processes, policies, and compliance standards
- Supporting business continuity planning and audit activities
- Collaborating closely with Sales, Guest Experience, Property Operations, Marketing, Finance, IT, and other key stakeholders
- Providing operational expertise to support business objectives and strategic initiatives
We’re looking for someone who combines strong analytical capability with a passion for operational excellence and customer service
- Have a minimum of three years' experience within a contact centre, reservations, or operational performance environment
- Have an excellent understanding of contact centre KPIs, performance metrics, and operational reporting
- Have experience analysing data and turning insight into practical business recommendations.
- Have excellent organisational and prioritisation skills
- Have excellent problem-solving and decision-making ability
- Have excellent communication and stakeholder management skills
- Have an advanced proficiency in Microsoft Excel and reporting tools
- Have a high attention to detail and commitment to accuracy
- Have experience within hospitality, travel, leisure, or luxury service sectors
- Have knowledge of workforce planning and forecasting methodologies
- Have experience using Zendesk or similar contact centre platforms
- Have exposure to operational change and continuous improvement programmesBe familiar with property management systems and operational technologies
- Analytical, proactive, and solutions-focused
- Comfortable working in a fast-paced environment
- Calm and effective under pressure
- Naturally collaborative and relationship-driven
- Passionate about improving processes and performance
- Committed to balancing operational efficiency with exceptional guest experiences
- Aligned with the Hiddenwell values of professionalism, integrity, accountability, and excellence
- Full-Time position – 40 hours per week
- Working 5 out of 7 days per week
- £42,000 per annum
- Applicants must have the legal right to work in the UK at the time of application. Unfortunately, we are unable to offer visa sponsorship now or at any point in the future for this role
You’ll be joining a growing, award-winning hospitality business where your expertise will directly influence the guest experience and operational success of our luxury spa and hotel portfolio
If you’re passionate about performance, continuous improvement, and delivering exceptional service, we’d love to hear from you
- Competitive salary
- Complimentary Spa Day on work anniversaries at any of our company spas
- Coffee, tea and snacks from our kitchen
- Access to the Employee Assistance Program
- 30% discount on overnight stays and spa days
- Discounts on food, drink and retail across our venues
- Pension scheme
- Free Parking
- Refer-a-Friend scheme
- Excellent Induction and training programme
- Perkbox Online benefits and discounts
- On-line Doctor support (appointments/prescriptions)
- A fun, supportive and inclusive work environment with loads of development opportunities
- Excellent Communication
- Contact Centre Experience
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